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Archive for January, 2011

Lessons from The Loss of a Patient

January 31, 2011 2 comments

Sooner or later, it happens to every patient advocate or navigator who works with patients on the medical aspects of their care (as opposed to other forms of advocacy, like billing or legal advocates).

One of “our” patients – someone whose hand we have held, who we have protected from problems in the hospital, who depended on our advocacy expertise as a way to make the rough road through disease and debilitation smoother… A patient we had built a comfortable and friendly relationship with, a patient we invested ourselves and our work in…

That patient dies.

And we feel like we have failed.

It’s the nature of advocacy work that patients don’t come looking for us until they have been diagnosed with something that will, perhaps, eventually end their lives.  That’s why they seek our help.  They are fearful, they don’t understand the overwhelming amount of information they are expected to immediately comprehend. They have decisions to make and feel incapable of making them.  They, or the caregiver who better understands their predicament, searches for, and finds, that one person who can help smooth the road…  the advocate.

And it’s our nature, as advocates, to want to rescue our patients from their fears and frustrations, and to save them from all that grief. But as one of my wise patient advocates friend reminded me,

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Doctor Recommendations – Do You? Should You?

January 22, 2011 3 comments

I was more than a little surprised in a conversation this week with an advocate who is not (yet) a member of AdvoConnection.  OK. That’s putting it mildly. I was actually stunned.

“Why do people feel well served by you?” I asked him.

“Because I have a beeline into all the good doctors,” he replied.  And when I asked him to explain further, he said it was because he knew the best doctors to recommend.

[Pause. Letting that sink in…]

In conversations with both long-time advocates, and lawyers, too… and honestly – what makes common sense – is that a patient advocate should never make a recommendation about a doctor.

Here’s why:

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Preparing Patients for Primary Care Troubles

January 15, 2011 4 comments

Good primary care physicians are becoming harder and harder to find.

You may not have noticed it yet, but I predict that a year from now we’ll find it almost impossible to find primary care doctors who are willing to take on new patients – at least any primary care doctor worth seeing won’t be doing so.

Smart patients AND their advocates know that today is THE day to be sure they have good relationships established with primary care doctors.

Why? Two major reasons:

First comes the fact that medical students spend some time in school, then choose their specialty area.  They contrast the excitement of surgery or saving a heart patient’s life, with the sniffly noses and broken legs of primary care. Then they figure out that as a surgeon or neurosurgeon,

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Categories: decision making, patients

Patients’ Advocates in Hospitals – Going to the Line

January 9, 2011 4 comments

From time to time I hear from a patient (mostly through my patient empowerment site at About.com) who complains about a situation that occurred during a hospital stay – usually the spouse or child of a hospital patient.

The great majority of those notes say, “I spoke to the patient advocate in the hospital but they couldn’t do anything for me!”

When I reply, I explain that the hospital patient advocate works for the hospital – not for the patient. Hospital patient advocates usually report to the legal/risk management department in the hospital and get their paychecks from the hospital.  They help when they can, but the hospital gives them a line they just can’t cross.

That’s the fact I know.  And a couple of times I have met hospital “Patient Relations” people.  But until this week, I had never had occasion to try to work with them to help a patient.

This week’s hospital complaint email came from Donna (name is changed) who was a volunteer kidney donor to a friend – not even a relative – just a good friend.  She was flown from her home in another state to New York Presbyterian – Columbia late last summer, completed the surgery, and returned home.  Since then she has had a number of complications, she has been out of work, and she has been in pain.

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The Myth of Patient Advocacy Certification

January 3, 2011 17 comments

Not a week goes by that someone doesn’t write to me asking about patient advocacy certification.  It’s confusing, because they read that there are courses that will help them become certified, and then they find other pieces I have written about the lack of a certification system.

So it’s time to clarify:

There is a difference between earning a certificate – and being certified, even if Merriam Webster might tell you those two concepts are related.

“To be certified” carries with it an assumption that there is some sort of national (even international) accreditation, recognition, or standard set of skills that someone has developed and earned.  As if a national body of some sort has said “Yes – this person meets this high standard of education and capability, so we are blessing him or her with our certification.”

“To be certified” may even mean to some people that some sort of governmental recognition in the form of a license or listing has taken place.

But there are no governments, nor nationally respected, nor generally accepted groups that have determined a group of standards, nor benchmarks, nor capabilities that supply a certification that is universally recognized.

And that is the key:  none are universally recognized. No such a certification exists, nor is one in the works – yet.

The confusion comes from the fact…

 

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Find the rest of this post in its new location: 
http://advoconnectionblog.com/2011/01/03/the-myth-of-patient-advocacy-certification/

Comments have been moved, too.